Frequently asked questions about the coronavirus


Will Chorus Homes be offering rent breaks, like some of the mortgage companies for those who are ill or self-isolating?
We are unable to offer rent breaks, but we will work with each customer on a case by case basis to agree an affordable repayment plan. We will provide advice, support and guidance to you if you’re having difficulty paying your rent.
To discuss your situation further, Please email us at or contact us on 0345 266 9760 – selecting option 2.
We are asking more questions than usual as part of our service to help our customers, so it may take us a little longer to answer your call. 

I am struggling to pay my rent due to coronavirus, will I be evicted?
We would like to reassure our customers that we will not be taking any legal possession or eviction action against customers who are unable to make payments as a result of the coronavirus outbreak.
If you are having difficulty paying your rent, please contact as soon as possible to discuss your situation. You can email us at or contact us on 0345 266 9760 – selecting option 2.
We are asking more questions than usual as part of our service to help our customers, so it may take us a little longer to answer your call. 


How can Chorus Homes help me if I fall into arrears because of the situation with the corona virus?

We are committed to help prevent our customers falling into debt and we will continue to provide advice, support and guidance to customers who may be experiencing difficulty in paying their rent.  If you are experiencing difficulties, you can email us at or contact us on 0345 266 9760 – selecting option 2.


I have with problems paying my other bills and/or debts – what should I do?

There are some useful links on our homepage that may help you look for information and support.

If you need help with understanding this information our financial services team are available to offer support and help signpost you to the services that best meet your needs. Please email us at


Can I get help with Universal Credit/Housing Benefit claims and/or discretionary housing payment/hardship applications?
Yes, we will continue to provide support to customers who need some with Universal Credit/Housing Benefit claims and/or discretionary housing payment/hardship applications.
If you need help Please email us at or contact us on 0345 266 9760 – selecting option 2.
We are asking more questions than usual as part of our service to help our customers, so it may take us a little longer to answer your call.
To help you avoid longer waiting times please email us if you can.


I am unable to work because of the coronavirus, but I am not eligible to receive statutory sick pay. What should I do?

If you are not eligible for statutory sick pay, you could be entitled to claim Universal Credit or New Style Employment Support Allowance.
For more information please visit:
If you need help with your benefits claims, please email our team at or contact us on 0345 266 9760 – selecting option 2.
We are asking more questions than usual as part of our service to help our customers, so it may take us a little longer to answer your call. 


What could I do if I have lost my job or been temporarily laid off?

It may be worth speaking to your employer about the Coronavirus Job Retention Scheme (known as furloughed). Some companies can retain their employees with government assistance to pay up to 80% of their income, please contact your employer.


Are you letting properties?

Following Government Guidelines released on 13 May 2020, we have made the decision to begin letting some of our homes in England again.

We are using the government guidance on safe working and adapting our ways of working to make sure we keep you and our colleagues as safe as possible from the spread of coronavirus.

Our lettings team are moving people into new homes only where it is safe to do so. If you have a current offer of accommodation with us we will contact you to update you on your house move and to discuss how things will be a bit different to our normal house move process.

If you are applying for a home and have not yet been made an offer we encourage you to look at our available homes and apply for any that meet your needs.


Will you allow vulnerable people to move to a new home?

Yes, we are letting our properties where it is safe to do so. We continue to prioritse those customers who are vulnerable such as:
• People fleeing domestic abuse and violence
• Moving customers from temporary accommodation
• People discharged from hospital
• Those living in un-safe accommodation, or without settled accommodation, which poses a risk to their health.


Can I still report a repair at this time?

To protect customers and colleagues from the spread of coronavirus we are currently only handling emergency repairs and incidents.

An emergency repair is any problem that could be a security risk or cause harm to you, another person or to your property. These include:

· Gas leaks
· Uncontainable water leaks
· Complete loss of heating and hot water
· Electrical or fire risk
· Property security

How do I report an emergency repair?

If you do need to report an emergency repair, please call our Customer Service Centre on 0345 266 9760.

We will be asking additional questions to make sure we safeguard you and our colleagues before arranging a repair.


If my repair isn’t classed as an emergency, when will the repairs be carried out?  

We are not able to book in repairs that are not an emergency. We will let you know when we are able to restart our normal repair service. Our website will also have the latest service updates. Thank you for your patience at this time.


Are you still carrying out Gas Safety Checks on my property?

Yes, Places for People will continue to carry out all Gas Servicing within our properties during this time.  We can assure you that the safety of our customer and colleagues are key at this time and we will contact you to ask you some corona virus related questions prior to your appointment.


Can I amend my Gas Safety Check appointment?

If you wish to amend your gas safety check appointment, please call 0345 266 9760.


When I am asked additional questions when reporting an emergency repair, what will you do with this information?
We may need to collect some additional information about coronavirus before we arrange a visit or repair with you.

This information will help us assess whether we need to put in place additional precautionary measures for our colleagues when they visit your home.

If we need a contractor to visit your home we will need to tell them too, so that they can take similar additional measures.

We will treat the information you give us with the utmost of care. We will keep it for a limited time and will use it for the purposes of safeguarding all our colleagues and customers.


Where can I go to get more information about the personal data I provide Chorus Homes on coronavirus?

The Information Commissioner’s Office (ICO) has put together some information to help you understand coronavirus and your personal data. Visit:


Can customers be assured that Chorus Homes operatives are not carrying the virus into their homes while carrying out emergency repairs?
Our priority is the health, wellbeing and safety of our customers and colleagues.
We are following all of latest Government and NHS advice, and we can assure you that we are doing all that we can to help protect our customers and their homes during this period of uncertainty.
We are making sure our colleagues self-isolate if they have any of the advised symptoms or have contact with someone with coronavirus.
If you are reporting an emergency repair with our Customer Service Centre, we will be also be asking you some additional questions to help protect against the spread.

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